Senior Product Owner - Voice

• You’re an accomplished Senior Product Owner, driven to deliver exceptional customer outcomes
• We value an inclusive team culture that promotes collaboration and innovation at their core
• Together, we can rewrite the experience for millions of customers

See yourself in our team

Bankwest has a rich heritage. We’re proud to be part of the fabric of Western Australia with a strong culture built on local support. Bankwest aspires to be Australia’s favourite digital bank and we are focussed on meeting the needs of more customers across the country as we build on our rich heritage.

At Bankwest, everything starts and ends with the customer - and that’s a good thing. Our colleagues are empowered to make decisions supported by leaders who value diversity of thought and ideas.  It’s where done is better than perfect because rapid iteration and moving quickly produces a better result for our customers.

Your Team

The Customer Service Transformation Crew is responsible for transforming customer interactions with the bank by introducing the latest innovative digital solutions in customer engagement. We are a small team that works closely with teams across Bankwest to drive continuous improvement, innovation and customer satisfaction by using the latest technology and industry best practice.  

You will be reporting into the Executive Manager, Customer Service Transformation in Personal Banking and deliver key strategic outcomes through modernising critical contact centre technologies.

Do work that matters

As Senior Product Owner of a cross functional squad, you’ll work directly with Bankwest leadership to deliver seamless digital experiences for the future. You will guide an Agile, autonomous, cross-functional team, to deliver new and enhanced innovations and customer experiences across our  chat, messenger and voice platforms. You will provide technical thought leadership and portfolio delivery capability to enable scale in digital delivery and unlock productivity across all digital channels.

On any given week you will

• Define and deliver the Squad’s product roadmap, vision and KPIs and manage the Squad’s performance to defined objectives e.g. coaching and OKR tracking
• Release and iterate on a product that meets customer needs and achieves business goals
• Define feature requirements, customer experience, and outcomes
• Drive operations performance, resilience and tech simplification
• Lead the Squad day-to-day to deliver change and lifecycle activities and define and prioritise backlog within the Squad
• Address impediments, drive decisions, escalate as necessary
• Identifies, articulate and manages risks and compliance across streams of work
• Collaboratively works with others to break down complex problems
• Manage interface with stakeholders, processes and infrastructure outside the Squad and Crew
• Manage external stakeholders, vendors and partners to deliver outcomes

We are interested to hear from people who have

• Experience working on end to end projects incorporating Agile methodologies as a Product Owner
• Experience with contact centre technologies including chat, messenger and voice
• Prior experience of modernising key customer interaction technologies
• Experience leveraging AI and Gen AI to improve efficiencies and drive automation
• Influential and confident senior stakeholder management skills, including external vendors
• Outcome focussed, with the ability to see the bigger picture and understand the end goal
• A curiosity for all things digital, keeping tabs on the latest technology and competitor trends
• Developed thought leadership, decision making and prioritisation skills
• A desire to champion best proactive and innovative customer experiences, engagements and digital development
• Strong analytical skills and commercial acumen
• Product Owner certified

You can be you, we want the real people beneath the skill set. We strive to be as diverse as the world around us because these experiences and differences support us to better understand our customers and each other. Together we shape the place Bankwest is today and tomorrow - a brilliant place made by us. We operate in a hybrid working environment, meaning a blend between being in one of our offices and working remotely.

If you're interested in joining the team, apply now!

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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